As soon as opening the door, it was clear the delivery crew were not aware of the term ‘Customer Service’.
The lead delivery member didn’t even acknowledge us saying hello to them and instead barged into the house without any acknowledgment. On advising the sofa bed was to go upstairs, he huffed! and moaned about how heavy the item was to carry upstairs in the heat (20 degree) and ordered the pictures on the stairs wall to be removed, which wasn’t an issue and we did straight away.
However on carrying a box upstairs with no care, managed to bash into the wall (really high up) knocking a picture hook with such force it ripped it out the wall along with a chunk of plaster and without even an acknowledgment let alone an apology!
Then on returning to the van to get the next part, dropped it on the drive, which is where we believe the two parts of damage to the item likely occurred.
On assembling the item in the room, they scuffed the walls and skirting in several places. Whilst some cleaned out there are two marks in the bedroom that will require re-painting! This is on top of the stairway that now needs filling from where they ripped out the picture hook.
After fully assembling the sofa bed, without much care, the lead member grunted that they were done, literally threw the care kit on the new sofa bed along with the trustpilot card, took a photo and said we are done and walked off without asking if we were happy.
Can honestly say the delivery team, in particular the lead gentleman, are the worst and rudest delivery crew we have ever encountered and SCS in our opinion would do well to consider whether this delivery team are the sort of employees they want to represent them as it puts a serious question mark over us ever wanting to use SCS again.
Upon inspecting the sofa bed after they had departed, we found a damaged foot and a part of the internal metal frame that was bent and missing its protective cover. We are amazed there is not more damage based on their ‘speed over care’ attitude to assembly.
They have no respect for the customers home or the newly purchased item.
Extremely disappointed, especially as part of the in store sales pitch mentioned how delivery and assembly crews are trained to take that extra level of care!

I am so impressed with your tracking system. Was kept informed right from the start of the delivery. They also rang to say they were 10 mins away. They worked efficiently and took the rubbish away. Very happy with the whole experience. Thank you SCS.

I am writing to express my absolute outrage, profound frustration, and immense distress with SCS regarding a recent sofa order. This entire ordeal stems directly from gross misguidance during the sales process and has spiraled into an experience defined by utterly unhelpful customer service and a complete refusal to provide a reasonable resolution, leaving us with an unusable product. We have had to start legal proceedings due to this.
During our purchase, we dealt with a sales representative named Russell. From the outset, we had serious reservations about the sofa's size and its compatibility with our room. We repeatedly provided Russell with exact measurements of our space and voiced our concerns numerous times. Despite our clear apprehension and the accurate data we supplied, Russell persistently reassured us that the sofa would fit perfectly, insisting our room size was adequate. We also found Russell to be very pushy, which, in hindsight, feels like it directly contributed to us proceeding with a purchase we had significant doubts about, given his persistent, misleading assurances.
Our worst fears were confirmed upon the initial delivery a few months later. The delivery driver could not even get the sofa through our hallway. Shockingly, the driver openly admitted that this is a "big problem at SCS" and that the company is "mis-selling sofas that don't fit." This candid admission from SCS's own staff highlights a critical, systemic issue within your sales practices.
Following this failed first attempt, SCS agreed to a second delivery attempt a few days later, involving the removal of our window to get the sofa into the house. SCS Manager Ajay said the warehouse could not give a specific time to deliver for us saying it has to be the greenest driving route, so we were left without a front window for most of the day. We live next to a school, so we literally had to stand guard all day.
While the sofa was physically moved into the through the taken down mirror, it fundamentally does not fit the space appropriately. The sofa is excessively large, rendering the room completely impractical. To get into the room now, we've had to remove the door entirely, and you literally have to climb over the sofa just to enter the space. This is an unacceptable, ridiculous, and frankly dangerous situation for a purchased piece of furniture that was guaranteed to fit by Russell.
After discovering this severe problem, we spoke to the SCS team and were eventually put in touch with the manager named Ajay. Our interaction with AJ was incredibly unhelpful and further exacerbated our frustration. Instead of addressing our severe predicament, AJ was rude and continuously focused on how this situation affected SCS, rather than acknowledging the massive inconvenience, cost, and stress placed upon us, your customers.

This demonstrated a complete lack of empathy and commitment to customer satisfaction.
To add insult to injury, when we went to the store SCS then proposed that there could be a "solution" we were told we could pay 25% of the cost for them to consider exchanging it for a smaller sofa (their smallest size for our sofa is 20cm smaller). Even this unacceptable offer was then rejected by head office, leaving us in an even worse position.
As it stands, we have absolutely no solution from SCS. We are left with a brand new sofa that simply does not fit our room, has required us to remove a door, and forces us to climb over it just to use the space. The customer service we have received throughout this entire ordeal has been beyond rude, unhelpful, and frankly, the worst I have ever encountered in my entire life.
Our Simple, Reasonable Solution
All that needs to happen to rectify this situation is for SCS to reorder the same sofa 20 cm smaller, whilst this is not ideal at all - it would mean we could put our door back on and not have to climb into our room. This minor adjustment would allow the sofa to fit a bit better thus solving all the issues caused by your company's initial mis-selling. It is a straightforward resolution to a problem entirely of SCS's making.
This entire experience has been unacceptable from start to finish, causing considerable stress, major inconvenience, and a significant financial outlay for a product that is not fit for purpose in our home. We demand that SCS take responsibility for their error, arrange for the collection of this unsuitable sofa, and replace it with the smaller size sofa, we are happy to pay the 25% charge. We also expect a formal apology for the appalling service and distress we have endured.

Professional staff

Sofa was originally scheduled for delivery on 9th June. Only found out the day before that it would be an afternoon delivery. Was given a time window on the day of delivery. Delivery time came and went without any updates. An hour later I received a call to tell me it would not be delivered 😤. A wasted day off work!
Delivery was rescheduled for 11th June at 7.00am. Got up and waited until 9.30am for the sofa to arrive. No updates or apologies!
On the upside, the delivery crew were excellent, polite and helpful.
So SCS can't help because I didn't give my order number 🤔
Strange thing is SCS asked me to give a review and quote reference J2D-342-342 went completing the review, which I did - this reference number must be unique to me 🤦

Great communication, extremely polite & friendly, assembled swiftly & cleared away packing - excellent all round

To be honest, it was their last drop of the day, so I understand they were keen to get out and be done.
Our corner sofa was a snug fit for the space it was going, they fitted it and left.
On then checking out our new sofa, it’s not been put together accurately, and we are unable to move the sections to put it right. So abit disappointed really.

Russ B in the Coventry store was a legend, great service, didn’t mind walking around the store showing my wife every sofa in loads of colours and materials, just so she got the right colour.

Was made to feel at ease, no high pressure sale. Tom was very knowledgeable and explained all the products with an expertise. All staff very friendly. Products look hight quality and cannot wait for our delivery.

I first purchased a three seater settee, snuggle chair, footstool, and armchair back in May 2022. There were faults on this so I contacted SCS they sent someone to fix it or so I thought. He replaced the part with the hole in it then put the foot on backwards despite me telling him it didn’t look right. He couldn’t replace the cushion cover as he was sent the wrong size. I was then sent a new complete order. The single chair has always felt inferior quality to the rest of the furniture and the foam and backing felt lumpy. I decided to phone them only to be told I can’t claim off the Castelan insurance, I phoned SCS only to be told we will charge you £75 to pop out and check it. Despite the lady assuring me the foam was covered by a 10 year guarantee I have to pay for them to come out, and if they deem it ‘wear and tear’ it’s my problem. Getting through to customer service is horrendous, I have been on the phone for hours.JUST BEAR IN MIND SCS PROMISE YOU THE EARTH TO GET A SALE BUT THEIR AFTERCARE IS TERRIBLE.

Had my floor installed just under a year ago using the floor fitting service from scs. The floor is coming apart, scs blame the fitter and the fitter blames scs. Getting nowhere with these people, useless customer service, recommend not to order from them

SCS had a great initial choice of settees and chairs in lots of styles and colours. Sales team made it so easy to order. Communication was excellent from ordering through to our earlier than expected delivery date. Especially liked the email and message on delivery morning telling you the names of who were delivering, how many stops they were away along with a map with a little red van you could follow around :)

The delivery guys were amazing. Unpacked outside and carefully carried in all the pieces, assembled and arranged everything in place before connecting all the recliner electrics and testing them.

Couldn’t we happier with the service and our beautiful to look and extremely comfortable new settee and chair.

Thank you SCS

Sofa and armchair delivered today. The delivery guys were excellent, professional and friendly. Delivery updates with tracker was useful.
Very happy with our purchase, looks great in living room.

Very easy good customer service no pressure sales and listened to our needs

Do not buy from SCC
Extremely poor customer service
We purchased leather sofas and they were lovely. The staff in the shop, helpful and professional. We took out insurance ( 100% guaranteed to cover Everything) A mark appeared on one sofa after 18 months which we couldn't remove with the leather treatment supplied. I contacted the insurance company, they sent a technician. He reported it was not covered by the insurance as it is a manufacturing fault. ( mis-sold insurance?)I have been trying to contact customer service as the shop said they can't help. I have rang 4 times, press one for a call back and never get a call back. I have emailed twice, not responce, i have completed the'contact us form'. No response.I have been on hold now for over a hour .... ridiculous!

The whole experience was very easy to navigate. We selected the sofa we wanted and our sales person Jonathan was so helpful and efficient in finalising the details of the purchase from selection to payment. Laid out all the features and benefits of buying the sofa and the after care support we would receive. Well done Jonathan and we would definitely return for a shop again.

Good sofas and great indoor sales service but what spoils it is their poor delivery and back office service. We bought a Lounge suite in the middle of January '25 and as yet have not had delivery eventhough they initially said 6 to 8 weeks. I don't know if this is just related to the store we used or is a country wide problem with ScS. Either way their Head office managerial team needs to get on top of this as it tarnishes the whole company and will effect sales. Good communication and being truthful with customers would go a long way in improving the experience of buying from ScS. Update: Furniture finally delivered and we are well pleased with it as good as the one we looked at in store with the material and colour we wanted. Was it worth the wait? Yes it was. As it is a good well made suite.

What a fabulous store! We visited ScS (1000240926) this week just to “have a look” and ended buying 2 x 2 power recliner sofas! The store is so well laid out, the choice of fabrics is mind boggling, what a choice. Our advisor, Alyson was great. Very professional, knowledgeable, personable and certainly in no way hard selling. Refreshing in this day and age. Would definitely recommend visiting ScS if you are in the market for sofas…well done ScS on employing great staff who do your business proud👍

The delivery team were very polite and friendly and got the sofas in and assembled in a good and efficient manner.

The salesman who helped us was extremely helpful. We weren't sure what we wanted, but new what we didn't. He showed us the sofas that we could be interested in then left us to browse for as long as we wanted. He was very helpful with information about several items which enabled us to make decisions about what we did and didn't want.